Bio

I'm working with the team at BUPA to help build the world's most customer-centric healthcare company. Passionate about the power of data-driven human centred design to improve the world, I help enterprises increase customer-centricity and design exceptional digital experiences that drive positive change. I build, coach and lead teams of high performing Designers to innovate cohesive, integrated digital customer experiences that deliver value to every area of the organisation. My previous role as Director of Experience Design saw me launch a new consulting division for Principals - the largest independent strategic design consultancy in ANZ. This has required that I build a team to design world-class digital experiences for major brands inc. NAB, CPA, RACGP, Kennards, JBWere, Officeworks and CHEP. WIthin 3 years, we won the Good Design Australia 2022 Gold Award for Service Design - for a new digital experience for NAB which increased the financial literacy of 300,000+ customers, built trust and saved the business $1.2m. (and 80+ tons of paper) after gaining an exemption from ASIC. We've also helped NAB redesign their Complaints process and redesign the end-to-end Home Loan experience. My team recently designed a new service to unlock growth in new global markets for membership organisations inc RACGP and CPA as well as designing an entirely new membership service for Kennards that gained 6,000 applications - before it had even launched. As well as accelerating innovation in corporates, my award-winning experience includes leading teams to design new services, digital experiences and physical environments - and helping launch startups in FinTech, AgTech, MedTech and PropTech - moving them from a whiteboard, to MVP, to launch, including super-rewards.com, strata:town and ediofy.com. My work has been awarded a Good Design Australia Gold for Service Design 2022 plus a Silver Blade for Design, a Silver Effie for effectiveness and Campaign Brief’s ‘Campaign of the Year’, twice.